Implementation Manager, Healthcare

About Flip

Flip is a company revolutionizing the voice AI experience for a range of industries including retail and healthcare, serving brands such as Under Armour, Tory Burch, Experity, and Fast Pace Health. The company prides itself on cultivating a workplace culture where employees thrive on hard work and teamwork, spread across offices in Brooklyn, Los Angeles, and the UK with a team of 70 members.

Role Overview

The Implementation Manager will report to the Head of Customer Success - Healthcare and be based onsite either in Marina del Rey, CA or Williamsburg, Brooklyn. This role entails partnering with Customer Success, Product, and Engineering to oversee the complete lifecycle of healthcare technology implementations, ensuring technically solid onboarding, seamless launches, and ongoing operational success.

Key Responsibilities

• Lead end-to-end technical onboarding from post-sale to production launch.
• Configure integrations, workflows, call routing, IVRs, telephony, and healthcare platforms.
• Translate customer requirements into scalable, technical solutions.
• Manage implementation testing, quality assurance, and preparation for go-live.
• Facilitate precise technical transitions from Sales to Customer Success to maintain continuity.
• Develop documentation, implementation guides, and playbooks for repeatable deployments.
• Act as the principal technical support contact post-launch for issue resolution and escalation.
• Troubleshoot integration challenges, routing logic, platform behavior, and configurations.
• Collaborate with Engineering to provide technical detail on complications and foster product improvements.
• Maintain an internal knowledge base documenting solutions, best practices, and known issues.
• Occasionally assist late-stage sales discussions by advising on integration architecture and technical feasibilities.

Candidate Profile

• 3 to 7+ years experience in technical implementation, solutions engineering, technical support, or similar customer-focused technical roles.
• Proven experience configuring APIs, webhooks, data mappings, and enterprise software solutions.
• Experience managing projects through technical discovery to production deployment.
• Strong troubleshooting skills to identify and resolve complex technical problems.
• Excellent writing and communicative skills for documentation and stakeholder interaction.
• A proactive mindset focused on designing scalable processes rather than merely following existing ones.
• Bonus qualifications: familiarity with healthcare tech platforms like Athena, eClinicalWorks, Experity, Solv, Clockwise, and telephony or CCaaS systems such as Five9, Genesys, Talkdesk, NICE, VoIP.

Additional Information

• International company operations spanning the US, UK, and Canada.
• Successfully raised over $30M in funding including a $20M Series A round backed by distinguished venture firms and tech leaders.
• Comprehensive healthcare benefits and unlimited vacation policy including mandatory time off around July 4 and end-of-year holidays.
• Onsite presence required five days a week in Suffolk County, NY satellite office, with expectations to work at headquarters.
• Compensation range for this position is between $120,000 and $150,000 USD, with eligibility for bonuses, commissions, and equity per company policies and board approvals.
• Flip is dedicated to fostering diversity and inclusion and providing equal employment opportunities regardless of protected characteristics.